Germans Fall To The Middle Of the Pack In Customer Experience? How Do You Let Buick, Toyota, And Lexus Beat You?

Well, for Mercedes and BMW, it's certainly not hurting new sales or loyalty sales.

I will say I'm surprised at Audi's placement. I've had to deal with two different Audi dealerships, one for sales and one for service, and both have been exemplary experiences for me. Then again, my experience overall with the service industry since living on the west coast has been much higher than when I lived on the east coast..by a very comfortable mile.

I'd like to see these types of surveys showing regional distinctions in the results.

I have to say I'm puzzled to as a trip to my local MB dealer is something i often look forward too.

Here may be where the problem lies. While I enjoy the bantor and service at a dealer, some of my buddies who drive luxury models dread going to the dealer regardless of service and amenities offered.

Luxury Buyers tend to be hard to please and some are rubbed the wrong way when you try to please them.

It's hit or miss but I hope MB and Bimmer continue their efforts to improve.

Whether or not sales are good for any manufacturer these numbers simply show room for improvement. Is BMW doing well? Could they sell even more if there service was ranked higher? Of course.

And when is this friggin site going to get an edit button? Their there.

Had a great experience buying the MB s550 last month. Though I have to admit Lexus dealers often have better amenities. Service was excellent nevertheless at the Benz dealer I went to.

I'm wondering why they have GM listed, but also Chevy, Cadillac, and Buick listed separately. Maybe they meant GMC?

Never have a negative comment to say about my Audi dealership's service. They roll out the red rug, are courteous, professional and always have the car nicely cleaned. One time when the dealer was out of loaners he even gave me his personal car (Acura - they're right next door) to drive. I find no problems with the local Audi service at all.

Maybe the bill that goes with the experience at your German dealer has a bearing.

At the end of the day the individual experience matters the most so these average studies may be helpful to the makers and the dealers, but not so much to the customers.

I've had great experiences at various Chevy dealerships followed by shamefully bad ones. I've had rather crappy experiences at Toyota dealerships followed by decent ones. I've had mixed experiences at BMW dealerships too, one of which ended up with the owner himself having to wipe off grease from the sand leather seats of my X5.

My most consistent experience has been with Honda, it is neither horrible, nor brilliant, they mostly take care of your car. That along with their vehicles' solid reliability is enough for Honda to have a rather faithful customer base.